The Civil Service and Government Development Bureau has organised the first government development meeting of 2023 with the participation of 150 representatives from 34 government agencies.
The meeting aimed at emphasising the importance of cooperation among government sector agencies to implement joint plans through planning, quality and innovation departments in government agencies.
HE President of the Civil Service and Government Development Bureau Abdulaziz bin Nasser bin Mubarak Al Khalifa stressed the importance of partnership and cooperation to spread the culture of development in all government institutions, thus achieving aspirations to developing government services, raising their efficiency and winning the trust and satisfaction of customers.
His Excellency pointed to the need to hold periodic meetings to develop future visions and ideal solutions in order to achieve the highest levels of development for civil human resources in government agencies, and to provide observations and proposals by specialists in planning, quality and innovation to contribute to improving services, while setting the necessary standards to facilitate their development at the present time and within future plans.
He highlighted the important role of planning, quality and innovation departments, which have become part of organisational structures of institutions recently, given their role as the guarantor of positive change and development in all government agencies.
The Government Development Team at the Civil Service and Government Development Bureau shed light on the government development projects, most notably the government services strategy which is based on forming a general framework for the strategy of services in the government sector and its development.
The Civil Service and Government Development Bureau indicated that the government services strategy includes several axes include evaluating the current situation, identifying priority services, identifying targeted services through standard measurement in delivery and service excellence models, identifying targeted services for change in the State of Qatar, and developing a transition strategy by identifying the main gaps between the future state to be reached and the current state, the executive action plan by formulating an implementation plan for the transition strategy to update government service standards, and re-engineering five priority customer journeys through a detailed assessment of the current situation.
The meeting shed light on launching a guide for defining and documenting government services and their procedures on the website of the Civil Service and Government Development Bureau which aims to create a reference or document that contains the most important foundations for the transformation and development of services through the development of unified definitions and standard designations, and methods of documenting the procedures for the workflow of government services provided to customers, as well as the development of specific measurement indicators for procedures, and models of service level agreements that govern the relationship between various institutions and departments.
The meeting touched on the "Sharek" project in the unified platform for customer experience management with the aim of improving services based on the experience of customers, through all communication channels and by knowing the opinions and evaluation of the community for services. Under the project, a customer experience team will work to improve the customer experience by analysing the reasons of complaints, developing solutions to them, and translating them into reports and recommendations, which results in continuous improvement of services to be customer-centred, and ensures high levels of satisfaction.
The meeting also discussed the Secret Shopper initiative, which was launched in September 2022. A total of 130 secret shoppers of different nationalities, groups and ages participated in the initiative to contribute to improving the experience of customers and raising the quality of services and the percentage of satisfaction.
The attendees were briefed about the Government Excellence Program, an integrated program that encourages excellence in the provision of government services by setting standards for quality of government performance and evaluating institutions based on these standards, and sheds light on best practices in the government sector. The program is part of the government performance quality programs which monitors all quality standards in government institutions.
A program for training and empowering government employees in the field of innovation was also discussed during the meeting. Through this program, the Civil Service and Government Development Bureau aims to raise the efficiency of government employees, especially in dealing with government services, identifying customers observations, and developing solutions.
